Built for social housing repairs

Fixed right,
first time.

scitus identifies the exact fault before the engineer leaves the depot — reducing wrong-part visits, keeping every Awaab's Law deadline, and working for every tenant, on every phone call.

Request a demo conversation See how it works
T
My boiler's showing something on the display — it's been off since last night.
S
Can you tell me the make? There should be a label on the front — does it say Vaillant, Worcester Bosch, or something else?
T
It says Vaillant, yeah.
S
Good. And can you see any letters or numbers on the display right now? Even just the first two characters.
T
F2 something... F28 I think.
⚡ Engineer Brief — generated
BoilerVaillant ecoFIT Pure
Fault codeF28 — gas pressure loss
Self-fix attemptedYes — unsuccessful
Part to bringPressure relief valve
Awaab clock started — 24hr assessment deadline running
70%
of engineer visits arrive with the wrong part
£10bn
spent on social housing repairs annually in the UK
11×
average ROI for a 10,000-home portfolio
12hrs
to deploy — no HMS replacement required
The problem

The promise made at first contact
is the promise that keeps getting broken.

The number one complaint from social housing tenants is not slow repairs or rude engineers. It is simpler than that: the repair that was booked is not the repair that gets done.

A contact centre agent hears "boiler not working" and books a heating job. The engineer arrives without the right part. The repair fails. The tenant calls back. The Ombudsman clock ticks.

It happens because the person on the phone at first contact is not qualified to get the detail needed — and no existing tool helps them get it. Chat and self-service tools work through a screen. Video triage requires a smartphone and a camera. Neither works for the tenants who need repairs most.

scitus fixes the diagnosis. Everything else follows.

70%
of reactive repair visits bring the wrong part — not because engineers aren't trying, but because the initial call never captures enough information to know what to bring.
Validated independently by two former housing association chief executives, May 2026.
It's unfinished business. We never solved this, and part of our merger was about trying to get a better repair service. If you can bring that number down to the right side of 50%, you're on something.
Ian Martin, Chief Executive — Estuary Housing Association
How it works

Three steps. No new systems.
No new numbers for tenants to find.

scitus sits between your existing phone number and your existing HMS. Tenants do what they already do — they call.

Step 1
1

The tenant calls your existing number

No app. No smartphone. No new number. A SIP forward from your existing telephony routes the call to scitus in under a second. For the tenant, nothing changes — except someone always answers.

Step 2
2

The agent diagnoses the fault

Manufacturer-specific questions. Error code identification. Guided self-fix attempt. Photo capture via SMS where needed. The conversation extracts what a contact centre agent cannot — the exact fault, not just the category.

Step 3
3

The Engineer Brief lands before the engineer leaves

Within minutes of call end, a structured brief arrives by email and dashboard link — boiler model, fault code, part required, Awaab deadline logged from first contact. Into your existing workflow. Nothing replaced.

Awaab's Law compliance

The compliance clock starts
the moment the tenant calls.

Most systems start the Awaab's Law clock when someone reads an email, opens a ticket, or logs into a dashboard. scitus starts it at the first second of the call.

Every damp, mould or hazard case is timestamped from first contact. The 24-hour assessment deadline and 7-working-day fix deadline run inside the diagnostic conversation. The tenant is told their rights and their deadline on the call itself.

Every case produces a complete Ombudsman trail — who called, when, what was diagnosed, when the brief was issued, when the engineer was dispatched, when the job closed. Already assembled. Nothing to reconstruct.

Reported
Flat 14, damp — E wall
2h ago — 22hrs left
No. 7, mould — bathroom
4h ago — 20hrs left
Assessed
Flat 3, damp — ceiling
6 days left
No. 22, mould — bedroom
⚠ 2 days left
In Progress
Flat 9, damp — kitchen
⚠ 1 day left
Fixed
No. 4, mould — hall
✓ Closed in 5 days
Flat 11 — escalated
🔴 Deadline breached
Pricing

Straightforward pricing.
The maths is simple.

Per unit, per year. Tiered by portfolio size. One implementation fee to get live. No HMS replacement. No IT project.

Under 5,000 units
£5
per unit / per year
Typical saving: £225,000/yr
Based on 3,000 units, reducing abortive visit rate from 70% to 50%
Most common
5,000 – 15,000 units
£4
per unit / per year
Typical saving: £450,000/yr
Based on 10,000 units — that's an 11:1 return on your investment
15,000+ units
£3
per unit / per year
Typical saving: £900,000+/yr
Based on 20,000 units — speak to us about larger portfolio pricing

All plans include a one-time implementation fee of £5,000–£10,000 covering SIP routing, onboarding, and integration setup. No ongoing IT resource required.

FAQ

Questions we always get asked.

No. scitus does not replace your HMS — it sits in front of it. The Engineer Brief delivers by email and dashboard link into whatever system you currently use, whether that is Northgate, MRI, Civica, Castleton or anything else. We do not require any integration beyond a SIP forward from your existing telephony number. Your workflows, your team, your system — unchanged.
All tenant data is processed and stored on UK and EU sovereign infrastructure — Hetzner Cloud in Germany, Speechmatics in Cambridge, ElevenLabs in London, Mistral in Paris. No tenant data flows through US-owned managed services. The leading platforms in our sector all rely on US hyperscaler infrastructure — AWS, Google Cloud or Microsoft Azure. We do not. Full DPIA documentation is available on request.
12 hours. The only technical change required is a SIP forward from your existing telephony provider — the same way you would forward a number to a mobile. There is no IT project, no procurement framework, no system integration. We handle the setup. You go live within a working day.
It is a phone call. Your tenants already know how to make one. scitus is specifically designed for the residents that video and chat tools exclude — older tenants, multilingual households, tenants without smartphones, and those with cognitive or health vulnerabilities. The conversation is patient, clear, and recovers gracefully from confusion. It does not require any technical knowledge from the tenant.
At proof of concept, scitus covers boilers (Worcester Bosch, Vaillant, Ideal, Baxi, Glow-worm — fault codes, self-fix, escalation), damp and mould (Awaab Phase 1 — 24-hour assessment, 7-working-day fix, cascading from first contact), and electrical (aligned with the Social Rented Sector standards in force from 1 May 2026). Additional fault categories are added as part of the onboarding process and expanded over time through live deployment data.
scitus handles repairs only. Any call outside of repairs scope is clearly identified within the first few seconds and transferred to your existing contact centre or team. There is no risk of a non-repairs call disappearing into the system. scitus does not attempt to handle anything beyond its defined scope.
Chatbots and self-service portals work through a screen and require the tenant to type. Many tenants cannot — and the result is the same as a contact centre agent: a category, not a diagnosis. "Boiler not working" is not enough information to order the right part. scitus asks the questions the tenant could not ask themselves, extracts the information they do not know they have, and produces an engineer brief specific enough to order the right part before the engineer leaves the depot. A better screen-based front end does not change the diagnostic depth. A different channel — the phone — does.
We are currently working through framework accreditation. In the meantime, housing associations and councils can be onboarded through their existing technology or innovation budgets without a full procurement process, particularly those on active improvement plans. Speak to us about the fastest route for your organisation.

See it working for your portfolio.

Tell us your portfolio size and current HMS. We'll show you exactly how scitus fits — and what the wrong-parts reduction looks like in your numbers.

No commitment. No sales deck. A 30-minute conversation about your repairs operation.